Financial Ombudsman - added to IFA websites

7th July 2015

The Financial Conduct Authority have made a change to it's handbook regarding complaints. As a result it is now a requirement for all financial advisers to have a page showing details of the Financial Ombudsman Service on their website.

The following complaints procedure text (below) has been added to all our adviser websites (either in your “Who We Are” or “About us” section), then passed through to their compliance officer for checking if needed.

Complaints Procedure

Please contact us in the first instance, if for any reason you feel dissatisfied with any aspect of our service.

We will do everything we can to address your complaint and attempt to put things right as quickly as possible.

We will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided to you within 8 weeks and we will endeavour to keep you regularly updated with the progress of your complaint.

If you are classified as an eligible complainant, and you do not feel that your complaint has been resolved satisfactorily, you are able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that was established to resolve disputes between financial institutions and their customers. Information on the Financial Ombudsman Service can be found at their website www.financial-ombudsman.org.uk or by writing to Financial Ombudsman Service.

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